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| Job Location | Edinburgh |
| Education | Not Mentioned |
| Salary | £36,400 per annum |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Contract, full-time |
Workforce PlannerContractEdinburghWe are recruiting for a leading financial services organisation for a Workforce Planner to join our Resource Planning department. This is a full-time.The successful candidate will be responsible for providing long term workforce plans and forecasts to achieve maximum cost efficiency and support service level attainmentThe key outputs are:* Accurately prepare forecasts call & non-call workloads and resource, monitoring drivers against business change & developing models to improve accuracy.* Creating shift rotations based on call profiles. * Schedule offline activity for call handlers and ensure adherence to schedule. * Provide operational reporting and insight to optimise performance front and back office teams.* Provide analysis on operational and service delivery challenges and provide possible solutions based on prior experience.* Constructively challenge Operations to identify ways to improve metrics, performance and efficiencies.* Build long term plans and make recruitment recommendations. Identify opportunities and benefits of different contact strategies and technologies. * To be aware of and record business, resource and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and experienced results.* To deliver effective & accurate reports detailing key performance indicators and commentary relating to workforce and performance.* Work with Department Team Managers to support real time management activities.* To manage and deliver changes to our telephony system.Skills, Experience & Qualifications* Previous WFM experience in a multi-channel call centre environment. * Previous experience working with WFM tools - ideally Verint Monet.* Ability to make decisions in a quick paced ever changing environment.* You are commercially minded and able to translate numbers into a business/customer perspective. * Strong Excel skills with the ability to utilise formulas and extract data from a number of sources to produce accurate and user friendly MI reports.* Detail focused with strong analytical skills and the ability to interpret data to understand issues, inform, drive and deliver results. * Strong written and verbal communication skills.* Flexibility/ adaptability to cope with change.* Good planning and organisational skills.* Proven ability to build networks and relationships.Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age Required skills
Keyskills :
Planning wkfce